Technical Support Engineer (API)

Duffel

1d • Hybrid

About The Position

Duffel is rebuilding the infrastructure that underpins the travel industry, with a mission to simplify systems and make travel effortless. The Technical Support Engineer will develop a strong understanding of Duffel’s products and help customers and internal teams use them effectively. The role responds to technical support requests submitted by email or chat, explains technical concepts clearly, creates and maintains product support documentation, and collaborates with technical teams and travel suppliers to resolve customer issues. The engineer also shares common support trends and insights to inform product improvements and future development.

The position is based in Manhattan, New York, with a hybrid schedule requiring two days onsite. Duffel describes its culture as emphasizing ownership, flexibility, employee equity, growth, wellbeing, and work-life harmony.

Requirements

• Ability to learn and clearly explain a technical product or concept.
• Strong written communication skills in English.
• Experience delivering high-quality customer support for a technical product, or transferable experience in a customer-facing role.
• Experience supporting business customers in a B2B environment, or willingness to develop this experience.
• A professional, approachable communication style and a genuine willingness to help others.
• Confidence communicating with a wide range of stakeholders across different roles and levels of experience.
• Curiosity and a problem-solving mindset.
• Familiarity with support tools such as Zendesk and Jira, or similar platforms.

Nice To Haves

• Experience in a customer support role within the travel industry.

Responsibilities

• Develop a strong understanding of Duffel’s products and share knowledge with customers and internal teams.
• Respond to technical support requests submitted via email or chat, escalating them when needed.
• Explain technical concepts clearly so customers can confidently use Duffel’s products.
• Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations.
• Create and maintain product support documentation to help customers find answers independently.
• Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues.
• Share common support trends and insights to help inform product improvements and future development.

Benefits

• Equity for every permanent employee.
• Travel allowance.
• Work-from-anywhere flexibility and a sabbatical policy.
• Electric car scheme.
• Flexible bank holidays.
• Generous family leave.
• Dedicated volunteering day.
• Paid study days.
• Pension.
• Cycle-to-work scheme.
• Private healthcare.
• Eye test cover.
• Season ticket loans.
• Maternity, paternity, and adoption leave.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed